Product Operations Support Specialist

Product Operations Support Specialist will provide second-level, escalated support and coordination for curriculum and education technology systems used across schools.

Responsibilities

• Handle escalated Zendesk tickets after initial triage and investigate issues tied to curriculum tools and education technology systems
• Support and resolve problems across Learning Management Systems, Clever, Student Information Systems, and internal proprietary technologies
• Escalate complex or unresolved items to the appropriate team member or vendor, then track through to resolution
• Act as a knowledgeable resource for the helpdesk when guidance is needed on supported tools
• Organize and maintain vendor communications, including tracking open issues and follow-ups
• Schedule and manage vendor meetings, including preparing and distributing meeting agendas
• Help coordinate vendor onboarding and routine check-ins
• Create and maintain documentation for supported tools and processes, including help articles, SOPs, and FAQs and comment issue resolutions
• Keep the internal knowledge base current as tools, processes, or vendor relationships change
• Support the training team with logistics, materials, and scheduling for tool rollouts and ongoing training
• Identify recurring support issues that indicate potential training gaps
• Provide second-level support when issues span multiple systems or require coordination across teams
• Partner with the Product Operations Manager and the broader Product Operations team on process improvements

Requirements

• 1–3 years of professional experience, ideally in support, operations, or coordination
• K-12 education experience
• Strong written and verbal communication skills
• Highly organized with the ability to manage multiple tools, tickets, and vendor relationships
• Comfort learning new software tools and systems quickly
• Experience using a ticketing system (Zendesk and Jira preferred)
• Ability to work independently in a fully remote environment

Technologies

• Zendesk
• Jira
• Learning Management Systems
• Clever
• Student Information Systems
• Internal proprietary platforms

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term disability insurance
• Short-term disability insurance
• 10 paid holidays annually
• Paid Time Off for sick, vacation, and personal absences
• 4 unique health insurance plans to choose from

Preferred

• College degree
• Familiarity with Learning Management Systems, Student Information Systems, or Clever
• Experience supporting or coordinating vendor relationships
• Experience creating end-user documentation or training materials

Location: Tysons Corner, VA (remote)

Compensation: USD 50,000–55,000 per year

Experience level: 1+ years